When crisis hits, make sure you have an answer to these three questions and share that with all those involved.
Who is in charge? This is about establishing who has the responsibility to take us out of the crisis. It does not mean they will do everything, make all decisions, come up with all ideas. It means they are in charge.
How often will people hear from who is in charge? Make a calendar, ensure communication is constant, better if it happens every week, at the same time, on the same channel. If there’s nothing new, share there is nothing new and take the chance to gather thoughts, feelings, ideas, opinions.
What is expected of people involved? This is arguably the most difficult, because asking us to wait is not really an option. Establish clear roles to enable change, make us feel that we are part of the solution, give us a specific purpose. Tell us we matter with facts.
If you tackle the crisis before having answers to these three questions, your efforts will probably do more damage than good.
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